At the other end of the spectrum, the 10 firms that scored the best in the survey were: Marriott, Sheraton, Amazon.com, Hilton, Trader Joe’s, Google, Hampton Inn, Nordstrom, Whole Foods Market, and Holiday Inn.

The bottom line: Each of the firms on the hall of shame need to improve how it C.A.R.E.S!

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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2 thoughts on “AOL, Comcast Headline Customer Service Hall of Shame”

Reading Zogby’s Hall of Shame, it does not surprise me that Qwest is 5th worst. CEO Ed Mueller was told by the president of the Assoc. of retired U.S.West employees that while the service people were “very Cordial”, they are not very knowledgeable. It is more surprising that Sprint ian’t a run-a-way # 1 on this list. They blatantly rip off customers monthly. We HAD to check our monthly statement, line by line, to find the additional charges Sprint added. Never again. I wonder how many middle finger comments CEO Dan gets each time his Sprint bit hits the tube. Thanks Zogby for the updates.